USER SUPPORT COORDINATOR

Job description

Position Number: 22099662 County: Pulaski Posting End Date: April 3, 2026 Job duties: Coordinate the scheduling and prioritization of user support requests. Act as the point of contact for user support requests, ensuring they are addressed in a timely and efficient manner. Track and document issues in help desk systems, ensuring accurate reporting and follow-up. Assist in developing and updating training materials for both staff and end users. Provide first-line troubleshooting for routine technical issues. Escalate unresolved issues to appropriate higher-level support staff. Assist with the analysis of support trends to help identify recurring issues. Ensure that support resources are effectively allocated to meet user demands. Oversees coordination and management of application releases throughout the life cycle from CMS, including but not limited to participating in requirements gathering sessions and systems testing. Primary liaison with CMS IT contractor on assigned applications. Responsible for gathering data and developing reports specific to the assigned applications. Preferred Qualifications: Knowledge of Information Technology Systems. Knowledge of iQIES, ACO/ASPEN Experi...